How to use empathy to build and maintain a relationship with a service user
Learning Objectives
After considering this resource, you should understand how empathy can help to build and maintain a relationship with a service user.
Moss (2008, p.87) defines empathy as '...trying to see the world from the other person's point of view; to get inside how the other person feels, so that you can begin to see through their eyes'. As such, it is a powerful tool in being able to build and maintain a relationship with a service user, as if they can appreciate you understand where they are coming from, the groundwork is laid for the service user to feel not only accepted, but encouraged to move forward.
Margaret's husband Trevor, was killed in an industrial accident five years ago. In the following case study, she talks about how she felt suicidal following his death and how Joy, her social worker, was empathetic to these feelings, which in turn allowed Margaret to move forward.
Reflective Questions
- Consider some examples of empathising statements you might make if you were Joy and Margaret had told you she was suicidal.
- How did, or how could Joy use non-verbal communication to reinforce the verbal empathetic communication?
- Margaret is an engaged service user, but how might empathy be used with service users who may be more reluctant to receive help from a social worker?
- How empathetic do you think you are? Consider a recent interaction you have had with a service user. Do you feel you were effective in using empathy? Could you improve your skills in any way? Discuss your thoughts with your lecturer or practice educator.
Reference:
B Moss (2008) Communication Skills for Health and Social Care. Sage: London.